Confirmed Service Customer
My questions were answered quickly and professionally by Terry. The service work was completed sooner than I anticipated. However, I initially made the appointment on-line for 1:30 pm and it was confirmed for that time. I received an email the next day indicating the appointment was for 10:45 am. Being confused by the conflicting appointment times, I left a message on Saturday and again on Monday morning asking for a clarification of which time is correct. Getting no response to either of my messages, I called the service department to discuss the actual appointment time. I was told: 1. the appointment time was changed because an oil change cannot be done at 1:30 pm; 2. that a message had been left on 10/19 explaining the change I never received a message from Jim Winter on 10/19, regardless of what is being claimed. If I had, I would not have left voice messages on 10/20 or 10/23. The online appointment system should not have accepted my requested 1:30 pm time, knowing that I wanted an oil change and tire rotation. If 10:45 am is the latest appointment for such work, then all times after 10:30 should be blocked out so as not to allow me to schedule for an afternoon appointment. The online appointment scheduling platform should be more intuitive. Moreover, I am extremely dissatisfied with the scheduling department for not explaining in the e-mail as to why the time was changed, and then not responding to my multiple requests to contact me with the correct appointment time. I had to be proactive to get to the dealership at the correct time, and Jim Winter did not make it easy to do business with them in this instance. Once I got to the dealership, the service was great.
David Z.
JACKSON,
MI
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Business Response
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